What is it they say about best intentions?: a life lesson in empathy and sympathy.

This narrative exposes a critical communication lesson through a true account. In describing empathy and sympathy, it ushers readers on a brief journey where one vital exchange goes awry. A lesson emerges for clinical staff and patients communicating in sensitive circumstances. Empathy and sympathy both express feelings but differ in how these interwoven emotions emerge. It is suggested that sympathy shares feeling whereas empathy shares understanding. The narrative includes a dilemma and the consequence that results from ineffective communication, and concludes with suggestions to successfully manage similar communication encounters.